ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Used the right way, it may even help you create more tailored and personalized customer experiences! My Comment: I’m a big fan of loyalty programs.

Article 58

Article Customer Service 2023 Loyalty Programs 58

ShepHyken

FEBRUARY 18, 2024

Exploring Customer Loyalty and Retention by Vijay Iyer (Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase. While subscription models play a role, a crucial strategy involves identifying customer interests.

2024 60

2024 Article Customer Service Net Promoter Score 60

ShepHyken

JUNE 7, 2021

I love the formula: Customer-Centric Mindset + Happy Employees = Company Success. Put another way, before you can have an amazing customer experience, you must start with an employee experience. The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. Absolutely!

Article 132

Article 2021 Customer Service Loyalty Programs 132

ShepHyken

OCTOBER 29, 2023

Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. My Comment: I’m a fan of rewards and loyalty programs for a reason.

Article 63

Article 2023 Customer Service Loyalty Programs 63

ShepHyken

FEBRUARY 25, 2024

Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration.

2024 60

2024 Article Customer Service Average Handle Time 60

ShepHyken

SEPTEMBER 10, 2023

They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation. Managing the positive impact of a viral moment is key to getting those new customers to come back. How to Make Loyalty a New Business Line for your Brand? And here’s another term to consider: generative loyalty.

Article 78

Article 2023 2028 Customer Service 78

ShepHyken

DECEMBER 26, 2022

Beyond Discounts: The New Rules for Today’s Top Loyalty Programs by Charlie Casey. My Comment: If you think that customer loyalty programs are about discounts and points, think again. True loyalty programs make customers feel special and connected to the company. Follow on Twitter: @Hyken.

2022 64

2022 Article Loyalty Programs Customer Service 64

ShepHyken

JANUARY 25, 2021

It’s prime time for retailers to grow an Amazon-level loyalty program by Tom Caporaso. Retail Customer Experience) Clarus Commerce CEO Tom Caporaso believes it’s time for retailers to take advantage of the new membership economy. My Comment: Here’s a great article about customer loyalty.

2021 154

2021 Article Customer Service Guest Experience 154

ShepHyken

FEBRUARY 4, 2024

There are many other reasons customers will leave, but all you have to do is look at the numbers in this article, and you’ll see the risk your company or brand has by not doing right by the customer. But in 2023, these six retailers and brands set new standards of what loyalty can be. When done well, they foster repeat business.

2024 60

2024 Article Customer Service B2B 60

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. Your Loyalty Program Might Be Losing You Money by Raghuram Iyengar, Young-Hoon Park, and Qi Yu. My Comment: I’ve written that many loyalty programs are actually discount programs. Or, do they?

Article 64

Article 2022 Customer Service Customer Service Training 64

ShepHyken

JUNE 6, 2022

The more information a customer has, the more comfortable they will feel about an experience that’s less than perfect because of the aforementioned reasons. Fred Auzenne- 14 Steps to Creating a Customer Loyalty Program That Works by Anna Duke. I’m always careful when using the term “loyalty program.”

Article 67

Article 2022 Customer Service Loyalty Programs 67

ShepHyken

MARCH 28, 2022

What Today’s Guests Really Want When It Comes To Hotel Loyalty Programs Might Surprise You by Ellis Connolly. Hospitality Net) Why do so many hotel loyalty programs fail? My Comment: Here’s an interesting take on loyalty programs. 78% of customers prefer immediate benefits over accumulating points.

Article 64

Article 2022 Loyalty Programs Customer Service 64

ShepHyken

DECEMBER 17, 2023

Also included are short summaries of the customer-centricity strategies from five of the most recognizable brands on the planet. Loyalty beyond Points: Boost Customer Lifetime Value with a CX-First Approach by Leanne Franks (InternetRetailing) Nearly every British retailer offers a loyalty programme.

Article 58

Article Customer Service 2023 Customer Centricity 58

ShepHyken

APRIL 25, 2022

Top 10 Signs Your Loyalty Program Needs Rehab by Dan Jurek. CustomerThink) Customer loyalty best practices constantly evolve. So even if your program previously achieved great results, failing to update it frequently to keep customers engaged may mean you lose money, opportunities, or both. Customer Loyalty.

Article 64

Article 2022 Customer Service Loyalty Programs 64

ShepHyken

JANUARY 2, 2023

Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. Use these four tips to create a customer loyalty program that will give you the highest return on your investment. My Comment: How do we create customer loyalty?

Article 64

Article 2023 E Commerce Customer Service 64

ShepHyken

JANUARY 10, 2022

He’s done the research, and if take the time to read this article (and his book), you’ll find ways to delight your customers, as well. Customer Service Is the New Upsell by David Wagoner. Business 2 Community) We all know that keeping your customers happy is the key to building loyalty and earning repeat business.

Article 73

Article 2022 Customer Service Loyalty Programs 73

ShepHyken

DECEMBER 28, 2020

In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results. We are just heading out of the gifting season, but it’s not too late to understand the impact a gift to a customer can make. My Comment: Here is a fascinating article about loyalty and the customer experience.

Article 139

Article 2020 Customer Service Loyalty Programs 139

ShepHyken

JUNE 21, 2021

If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article. Is Simpler Better For Rewards Programs? RetailWire) Non-tiered customer loyalty programs were found to increase customer value by almost 30 percent over a five-year time period. There are plenty of great ideas.

2021 78

2021 Article Rewards Programs Customer Service 78

ShepHyken

MAY 12, 2019

Or, maybe a better question is: When should chat-bots replace humans for customer support? Seven Tips For Successful Customer Loyalty Programs In 2019 by Sallie Burnett. My Comment: My belief is that many customer loyalty programs are actually marketing programs. That’s not a bad thing.

2019 91

2019 Article Loyalty Programs Customer Service 91

ShepHyken

DECEMBER 7, 2020

Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. Chain Store Age) Establishing a loyalty program is a fundamental first step to improving customer loyalty. However, there are other key strategies that can help improve customer engagement and retention. And there are nine more!

Article 144

Article 2020 Customer Service Loyalty Programs 144

ShepHyken

SEPTEMBER 9, 2019

When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss. Forbes) Rewards programs can be lucrative for loyal customers, but when companies add lots of rules and restrictions to a loyalty program, it can actually have the opposite effect. Most drive repeat business.

Article 93

Article 2019 Customer Service Loyalty Programs 93

ShepHyken

JANUARY 20, 2020

How to Run a Customer Loyalty Program by ThriveHive. ThriveHive) This article will give you a run-down on the basics of customer loyalty marketing and programs, how they work, and how you can use them to retain more customers with your business. Loyalty Trends in 2020: How Will This Year Be Different?

2020 116

2020 Article Customer Service Loyalty Programs 116

ShepHyken

NOVEMBER 14, 2022

Loyalty and repeat customers are up for grabs. Companies are struggling, and if they don’t manage the problems well, customers notice. While loyal customers may be slower to leave, with enough issues, they will move on. While loyal customers may be slower to leave, with enough issues, they will move on.

White Paper 69

White Paper Article 2022 Customer Service 69

ShepHyken

JULY 4, 2022

Returning customers not only keep a consistent revenue stream coming in, they also typically refer others to a business’s product or service, too. My Comment: How do you measure customer happiness and loyalty? you will find some of the most effective ways to measure your focus on customers.

Article 69

Article 2022 Customer Service Loyalty Programs 69

ShepHyken

JANUARY 21, 2024

In this year’s report, consumers indicated that they value relationship marketing strategies, personalization and loyalty programs, while third-party tracking tools and social media advertisements continued to rank among the most unpopular. You will love his opening story about what happened in a well-known, name-brand hotel.

2024 58

2024 Article Customer Service Workshop 58

ShepHyken

FEBRUARY 1, 2021

Deep Dive: How Rewards Programs Can Fuel Customer Spending by PYMNTS. PYMNTS) Starbucks has a winning recipe when it comes to taking care of its customers. The Seattle-based coffee giant’s loyalty program has 19 million active members that account for 48 percent of its annual revenue. Follow on Twitter: @Hyken.

2021 137

2021 Article Customer Service Rewards Programs 137

ShepHyken

OCTOBER 1, 2023

How to improve Customer Loyalty and win over shoppers by Patrick Overall (The Retail Bulletin) We know it might seem a bit too early to be thinking about it, but, Black Friday, Cyber Monday, and the holiday season is just around the corner. My Comment: What I’m about to write may lead you to believe I don’t like this article.

Article 63

Article Customer Service 2024 2023 63

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 60

Customer Retention Loyalty Loyalty Programs Social Media 60

ShepHyken

APRIL 9, 2018

How to Build the Ultimate Loyalty Program Explainer Page (With Examples) by Patrick Trochaniak. Smile.io) Your explainer page is what convinces your customers to join your loyalty program. Since you want to maximize the number of members in your program, building your explainer page should not be an afterthought.

Net Promoter Score 88

Net Promoter Score Article 2018 Customer Service 88

ShepHyken

MARCH 5, 2018

What’s the Difference Between Customer Satisfaction and Customer Loyalty? HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand. It’s usually measured by a customer satisfaction survey on a numerical scale. by Jimmy Rodriguez.

Article 81

Article 2018 Customer Service Loyalty Programs 81

ShepHyken

MAY 28, 2018

More Than One-Third Of Shoppers Would Pay For Enhanced Loyalty Programs by Marie Griffin. Retail TouchPoints) With the benefits of loyalty programs well known, competition among brands for members and a larger share of their spending is fierce — and consumers know it, so they are expecting more in return for their loyalty.

2018 77

2018 Article Customer Service Loyalty Programs 77

ShepHyken

APRIL 20, 2020

Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St. 7 Ways to Add More Value to Your Loyalty Program by Emily Rudin. Washington University in St.

Article 64

Article 2020 Loyalty Programs Customer Service 64

ShepHyken

NOVEMBER 27, 2017

My Comment: If there were four things you could do that would ensure your customers would come back, what would they be? Josh Linkner, innovation guru, shares four core ideas that build loyalty. Some of you may think these are common sense, but then think about how often you don’t experience these when you’re a customer.

2017 76

2017 Article Customer Service Loyalty Programs 76

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.

Article 69

Article 2022 Customer Service Hospitality 69

ShepHyken

JUNE 6, 2018

Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. But, what about when it comes to customer service?

Airlines 96

Airlines Hotels Loyalty Programs Loyalty 96

ShepHyken

DECEMBER 30, 2019

Harvard Business Review) More and more companies have loyalty programs — and for good reason. A recent industry report showed that loyalty program members not only spend more and remain customers longer but they are also more likely to spread positive word of mouth. Follow on Twitter: @Hyken.

Article 111

Article 2019 Customer Service Social Media 111

ShepHyken

JULY 15, 2019

Customers expect you to know them, communicate the way they want to communicate, value their time, and more. These expectations, when met, can earn you repeat business and even customer loyalty. How to Boost Customer Loyalty Without Using Discounts by Syed Balkhi. They are often confused and for good reason.

Article 105

Article 2019 Customer Service B2B 105